Identification of the determinants of public trust in e-government services and participation in social media based on good governance theory and the technology acceptance model

Abstract

Purpose This study aims to investigate the determinants of public trust in e-government services (Te-GS) and participation in social media. Design/methodology/approach A quantitative cross-sectional field survey was used to collect primary data at the local government level in 11 cities, towns and districts in Tien Giang Province, Vietnam. The final data set of 529 respondents was analysed using SmartPLS4 to evaluate the measurement and structural models. Findings Perceived responsiveness, transparency and security have strong positive associations with Te-GS, whereas perceived accountability does not. Furthermore, perceived ease of use and perceived usefulness are positively associated with social media participation. Originality/value Although previous studies have examined citizen behaviour in the use of e-government services, the social media context has rarely been considered due to its novelty. This study adds to the knowledge of the antecedents of participation in e-government services in developing countries such as Vietnam. Furthermore, it provides a comprehensive framework for understanding participation intention that considers four elements of good governance theory and two elements of the technology acceptance model (TAM), thereby extending previous research on the effects of these variables on the adoption of e-government services.